Hi there! My name is Neal Brown and I am a dedicated REALTOR® with a proven track record of helping families and investors achieve their real estate aspirations. I have a highly professional and organized approach to my work, and I bring a unique perspective to the industry as a Veteran of the Florida Army National Guard. One of the things I take great pride in is my commitment to service. I have earned the prestigious Gold Key Certification, which ensures that I always provide the highest level of professionalism to my clients. It's important to me that my clients feel confident and well taken care of throughout the entire real estate process. I am proud graduate of the Northeast Florida Association of REALTORS® (NEFAR) Leadership Academy(Class of 2022). During the Leadership Academy I learned about the local, state, and national REALTOR® associations do for Home Owners and our industry. If you're looking for a REALTOR® who truly understands your needs and is committed to helping you achieve your real estate goals, I would love the opportunity to work with you. Let's get started on making your dreams a reality!

• Oversee 100% of the IT requests, incidents and problems. Manage and coordinate urgent and complicated support issues. Act as escalation point for all requests and incidents. Develop and mature phone/ticket escalation processes to ensure free flowing escalation and information within the organization. Determine root cause of issues and communicate appropriately to customers. • Train, coach, develop and mentor Service Desk Specialists (Tier1 and 2) including career development. Oversee staff activities (locally/internationally). Builds/obtains (from other IT staff members) training material for support staff. As needed, schedule employees work times and provide backup support. Interact with customers.• Provide data and reporting of KPI’s and trends to IT team and others in ad-hoc weekly, monthly, quarterly and as needed. Will drive Ticket Deep Dive and develop strategies for improvement. Work to make Service Desk the single source of truth and service delivery channel for IT. Monitor and manage ticket/phone queue (participating in escalated tickets/calls as needed).• Oversee Solutions/Knowledgebase repository and ensure top quality solutions are available to the staff. Develops Service and Business Level Agreements to set expectations and measure performance. Develops an effective and workable framework for managing and improving customer IT support in the organization. Advise management on situations that may require additional customer support or escalation. • Develops methodology and analyzes service delivery capacity based on business forecasts and systems and capacity planning. Pro-actively addresses capacity issues.• Manage process for communicating outage/emergency activities to the organization. Manage consultants and vendor relationships as it depends on daily operational needs. • Review survey feedback to improve services, tools and support experience.

• Provides County-wide or specific departmental support to users including desktops, printers, phones, network devices and other hardware and software. • Provide support via phone, remote access and on-site when needed. • Identify department specific issues that could be addressed through better use of technology.• Planned and coordinated the end user move-in of all departments into the new St Johns County Health and Human Services Building. • Schedule and deploy new software and hardware and provide training to the end user as needed. Including large scale hardware replacement each fiscal year. • Maintain documentation on application systems procedures for troubleshooting/resolution of end user requests. • Maintain inventory records of all equipment and software.

• Managed the operations of one of the top powersports dealerships in the country. Achieved the Dealer News Top 100 National Award and Best Event/Promotion of the year award.• While the Operations Manager we acquired two competitors, opened a Boat and Marine location and then combined operations. Increased revenue from $5,000,000 yearly sales to $23,000,000 in total yearly sales.• Provided network and computer support for the dealership. Designed, maintained multiple dealer websites including e-commerce. Managed all social media sites daily.• Managed media advertising outlets to include print, radio, TV and online. Planned and coordinated dealership events, dealer shows and local charity events. • Managed dealership staff within the Parts and Services departments. Improved employee morale, and created a training and customer service program. • Increased sales by improving workflow, dealership merchandising, and acquiring new customers.

• Managed and coordinated new equipment deployments throughout the county. • Provided daily support to end users via telephone and on-site support.• Provided on-call 24/7 support as needed to essential county operations that included the Fire/Recue Department and the Sheriff’s Office.• Managed the St. Johns County Public Library System, public use computers. Worked closely with library staff to meet the needs of the public users.

• Assigned to City Hall and supported the Mayor’s Office, City Council Members and other departments located in and around City Hall. • Provide budget recommendations and cost proposals for new technology and end of life replacements. • Project Manager for large deployments of new equipment that included disk imaging, configuration, data migration and training to end users.

• Operation Noble Eagle, placed on active duty to provide security to stateside military bases as a joint task force with the United States Air Force 325th Security Forces Squadron.• Volunteered to attend two annual training exercises in Europe. During each deployment I provided support by assisting with the network infrastructure installation. All assigned duties and additional tasks were completed to make the mission successful.• Awarded multiple medals for exceeding expectations while deployed including the Army Achievement Medal.

• Project Management, Coordinated new technology installation and replacement with outside customers.• Provided quick, reliable data migration and backups.• Provided hardware and software support for vendors and customers. • Provided manufacturer warranty repair support for servers, personal computers, printers and laptops.

• Lead Level II Technician for FedEx/Caliber Multi-Shipping Project support.• Developed, implemented and maintained training manuals for new and existing team members.• Provided training follow team members.